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Comprehensive and customisable Incident logging |
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Speed-logging option for Incidents that come up all the time |
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Easy access to similar Incidents at the point of logging (for instance,
same customer, same location, same Configuration Item and so on) |
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Fast of linking Incidents to Problems and Changes by means of 'copy/paste'
metaphor. You can also raise Problems and Changes directly from Incidents
with a few clicks. |
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Option to obtain customer contact data, and company/organisational
data, from Active Directory |
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A full range of easy to access key performance indicators for Incident
Managers (we have articles on this subject on our Blog). |
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Integrated and easily-accessed knowledgebase search facilities |
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Direct access to diagrammatic representation of the Configuration
Database (CMDB) |
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Access to both remote desktop control tools or PC diagnostic tools
from either Incident logging or Incident management |
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Time-based escalation management |
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Different options for how you start the logging process. For instance,
start by locating the customer and Serio will identify the Configuration
Item from the CMDB. Alternatively, start with the CI and Serio will
load other data automatically such as the customer details. |
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Integrated Journal that shows you all the activities that are happening
(the emails you are sending, the tickets you are logging) as they
happen. |
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Sophisticated by easy to use Incident searching features, using
either free-text or Query by Example (QBE). |
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Customisable Incident lists - choose from over 260 items of data
including Incident data, service level data, CI details, supplier
information and more. Icons are provided to warn you about Escalations
and SLA breaches. |
